So, background. I work in a costumer-facing job that’s pretty specialized. I am a member of a labor association. The customers are routinely verbally abusive, intimidating, etc. A couple years back one of my colleagues was physically attacked by some of them (long story). My organization keeps normalizing their entitled, abusive behavior by providing “tips” for dealing with “tough conversations” but they refuse to put any policy in place to protect us and keep normalizing this culture. Having said that: California law only goes so far to protect workers in our situation. I would very much appreciate literally any suggestions for pushing back on their allowing staff to be in danger like this, because management isn’t listening and leadership of my association have other priorities.